Global ClinicGuides
Guide 03

Welcome and support visitors

See who is engaging with your website, respond to conversations, collaborate with teammates, and learn from engagement trends.

ForCoordinators, clinicians, owners, and administratorsTime8 minutes
By the end, you can✓ Monitor current visitors✓ Work the conversation queue✓ Hand work to the right teammate
01

Watch visitor activity

Live Visitors helps your team notice interest while it is still active.

1

Open Live Visitors

Review live, recent, and chatting visitors, then use search and date filters to narrow the list.

Open Live Visitors
2

Open a visitor

Review the visitor timeline and available context before starting a conversation. When the browser supplies it, the details include viewport, orientation, touch and cookie capability, and an estimated connection summary. Missing values are left out.

3

Start a helpful conversation

Use the chat action when a response is appropriate. Avoid asking for sensitive information unless the approved workflow requires it.

02

Work the conversation queue

Conversations keeps web chat and connected channels in one place.

1

Choose a queue view

Switch between assigned, unassigned, open, and closed work to focus on the right conversations. An inbox of WhatsApp chats alone offers Open and Closed.

Open Conversations
2

Read before replying

Review recent messages, channel information, contact context, and any available visitor environment details so the person does not need to repeat themselves.

3

Assign or transfer

Move the conversation to the teammate best placed to help, and leave clear internal context when appropriate.

4

Answer WhatsApp chats here too

Every WhatsApp message a patient sends to one of the clinic's linked phones opens or continues a conversation, one per phone number, as does anything typed on the clinic phone itself. Type a reply as you would on web chat: it goes out from the number the patient wrote to, with delivery ticks. When the patient's chart is restricted, the conversation shows that a message arrived but not what it says; open the chart to read it.

Open Conversations
5

See who wrote and what they sent

A WhatsApp conversation shows the full mobile number with its country code, named after the patient on file at that number, or the name the sender chose on WhatsApp when nobody on file has it, or the number itself; the list, the heading and each message use the same name. Photos, voice notes, videos and documents appear in the conversation itself, with Open for the original, and business messages, polls, events and missed calls are shown in words. A message the clinic phone kept back is fetched from the phone when you open the conversation, so keep the clinic phone online. Contact details beside the thread list everybody on file at the number, and website-only controls such as calls, assignment and availability are not shown for WhatsApp.

03

Learn from engagement

Use activity patterns to improve staffing and response habits.

1

Open Engagement Analytics

Choose a date range and review conversation volume, response activity, and channel mix.

Open Engagement Analytics
2

Compare trends

Look for changes over time rather than treating one busy day as a lasting pattern.

Self-help

Common questions

Why is a visitor anonymous?

A person remains anonymous until they choose to identify themselves or submit information through an approved form or inquiry.

Why can’t I reply?

Check your availability, assignment and the channel's status. A WhatsApp reply can also be refused when the patient opted out of WhatsApp, or when it names clinical details, and the reason is shown where you sent it.

Where should clinical details go?

Use the patient’s approved care or record workflow. General visitor and team chat should not become a substitute for clinical documentation.

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